Jacky Hood

Service/Support
Fourteen years experience in service strategy, service contracts, services marketing, service sales, service technologies, contact centers, field service and logistics, web-based support, international support, depot repair. Director, Customer Care, SlamDunk Networks. Americas' Delivery Manager, Hewlett-Packard. Senior Product Support Manager, IBM-ROLM.

Writing
Technical writing; managed technical publications for Bell-Northern Research and Slam Dunk Networks; author of numerous articles and five books. Winner Patton Award for Best Service Article and Best Service Book. McGraw-Hill Engineering Journalism Fellowship. Latest book is Happy About Working to Stay Young: Expanded Careers for Boomers and Seniors

Program/Engineering Management
Program/product/project management with rapid time-to-market skills across multiple disciplines: strategy, marketing, quality, electronics, software, mechanical engineering, manufacturing, sales, distribution, support. Engineering Manager for a 45-person department at TRW-Vidar. Program Manager for Nortel central office switching development: 100 hardware and 150 software engineers.

Training
Instructor, UCSC Extension and Foothill College; Developed and taught Rapid-Time-to-Market, Sarbanes-Oxley, Careers, Time Management, Stress Management, Telecommunications Technology, Strategic Planning, Project Management. Developed the Technical Support/Field Service/Customer Service curriculum for San Jose State University. Recruited instructors, advisory committee and sponsors, blazing many new trails at SJSU. Familiar with learning management systems as well as synchronous and asynchronous courseware (eCollege, IntraLearn, ETUDES, WebEx, Breeze). See these websites for information about workshops and events:
http://finance.groups.yahoo.com/group/ExpandedCareers
http://www.chalkinstitute.org
http://finance.groups.yahoo.com/group/pm-pm-sig/   Project Management Special Interest Group

Education
BSEE, MSEE (Computer Architecture); PortableMBA; short courses in switching systems, support, entrepreneurship, management, and pedagogy.